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Description of Problem 100000032565

Why is the Drum LED still on solid and the Status LED still on solid Red or the Status Monitor still states "Drum Error" after replacing the drum?


Description of Solution 200000041775

1.    When the new drum unit was installed, were you able to print using the new drum and then the error indication appeared after some printing OR you have NOT used the new drum at all because of the error indication.

 

-      If you used the new drum and then the error indication appeared after some printing, go to solution The Drum LED is on solid and the Status LED is on solid Red. The Status Monitor states "Drum Error". What can I do?

 

-      If you have NOT used the new drum because of the error indication, it appears the new drum was not reset properly.  There are instructions provided with the replacement drum for resetting the drum life when a new drum is installed.  If the instructions are not completed or followed properly, it will cause the Drum Error indication to appear.  Go to STEP 2.

 

2.    Perform the following steps to reset the drum:

 

 

a.    With the front cover still open, press and hold the GO button.  Continue holding the GO button until all four of the LEDs light up.

 

b.    Once all of the LEDs light up, release the GO button.

 

c.    When the STATUS LED stays red, close the front cover.  After the machine warms up, the Drum LED should be off.

 

-      If the error indication no longer appears, press the GO button 3 times to print the Printer Settings Page.

 

-      If the error indication no longer appears, the issue is resolved.

 

-      If the error indication reoccurs, repeat STEP 2 to ensure the steps were completed correctly.

 

-      If the error indication reoccurs and you already repeated the reset steps, go to STEP 3.

 

-      If the error indication continues to occur, repeat STEP 2 to ensure the steps were completed correctly.

 

-      If the error indication continues to occur and you already repeated the reset steps, go to STEP 3.

 

3.    Clean the corona wire.

 

a.    Open the front cover and remove the drum and toner assembly.  Be sure to place the drum and toner assembly on a piece of paper in case of spilled or scattered toner.

 

 

b.    Gently slide the blue tab from side to side at least 5 to 6 times. 

 

c.    Return the blue tab to the home position (1) at the far left.

 

d.    Make sure the blue tab snaps into the home position before putting the drum and toner assembly back into the machine.  If the blue tab is not securely returned to the home position, printed pages will have a vertical stripe down the page.

 

 

4.    While facing the drum and toner assembly, on the right side of the drum are three small pieces of metal that look like staples and a metal rod sticking out of the side.  Clean each of these off with a soft DRY lint-free cloth.

 

 

5.    Reinstall the drum and toner assembly into the machine and close the front cover.  The error message should no longer appear.

 

 

6. If the error message continues to appear, confirm if you are using a genuine Brother toner and drum.

 

Brother strongly recommends customers use only genuine Brother drum units and toner cartridges.  Each Brother laser printer is designed to work at pre-set temperatures that are matched exactly to each of our individual toner formulations.  Each individual component is designed to work with the other to ensure quality and reliability. 

 

Using non-genuine Brother supplies may affect the hardware performance, print quality and machine reliability.  The Brother limited warranty does not apply to any issue caused by the use of third party drum units, toner cartridges and toner.

 

If the message continues to appear, the drum unit should be replaced with a new DR620.  The drum is a consumable item that requires periodic replacement.

 

If you find your local retailer does not carry the specific supplies and accessories you are looking to buy, you can purchase them by calling our toll-free Accessory Line on 1-877-552-MALL (6255) or shop online at our website – http://www.brothermall.com.

 

-      If the issue continues after replacing the drum unit and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the following link:

http://www.brother-usa.com/service/default.aspx.

 

Or you can contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437) Monday through Friday, excluding holidays.

 

-      If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

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